【作者】 李瑾坤；

【导师】 李永建；

【作者基本信息】 电子科技大学 ， 管理科学与工程， 2009， 博士

【摘要】 世界以人为中心，准确地说，当代知识经济社会以人的认知为本，这不仅是实现以人为本的目标也是实现以人为本的手段。因此，认知与脑功能问题成为当代科学技术研究的前沿领域。在这样的背景下，本文讨论了构建知识作业／脑力劳动的主观符号系统、物理符号系统及其二者之间的关系等基础问题。知识经济社会是依靠知识或脑力创造财富的社会，已经非同于操作性劳动为主的工业经济社会，提高知识作业／脑力劳动效率成为“二十一世纪管理科学中的首要研究任务”。但是，关于脑力、知识经济的研究才刚刚起步，甚至对于一些基本概念还缺乏统一认识。鉴于这个现状，本研究首先从知识作业的基本定义开始，根据认知科学理论，结合泰勒的科学管理基本原理以及本文研究的实际需要，定义了知识作业，澄清了脑力劳动与体力劳动的本质差异，同时为后续研究奠定了基础。第二，过程管理是现代科学管理的核心，过程管理的基础在于对作业过程的描述。只有解决了知识作业过程的表征才能从过程上控制知识作业流程，实现知识作业的过程管理。因此，知识作业过程表征是知识作业管理中的最基础与核心的问题。在本部分中，首先，在认知科学和心理科学的理论基础上，建立了知识作业过程心理模型；然后，在对知识作业认知过程进行抽象的基础上，建立了知识作业过程数学模型；最后，基于认知科学和ACT-R理论，建立了知识作业过程仿真模型，采用模型方法验证心理模型和数学模型的转换关系。知识作业过程从心理科学的角度可描述为心智操作(MO)过程，心智操作如同操作作业的动素。以心智操作为基础的知识作业心理模型，表明了知识作业过程是构造心智操作链的过程。基于上述分析提出了知识作业的九因子心智操作假设，以问卷调查方式收集多种知识作业过程的数据，通过实证的方法证实了在知识作业过程中存在类似于操作性作业的“动素”——心智操作的假设。知识作业过程同时也是问题解决的过程，是在问题空间的路径搜索过程。以西蒙认知过程和马尔科夫链为理论基础的知识作业过程数学模型，表明了知识作业过程是各状态点在问题状态空间内以一定概率进行转换的序列，通过调整HMM的λ参数使得模型产生的观测序列的概率P_r(O／λ)最大，即观测序列可以将知识作业过程外显。知识作业过程的数学模型也为知识作业过程仿真模型奠定了理论基础。对人工智能的研究是通过对人思维的模拟，基于ACT-R理论的知识作业过程仿真模型，是通过计算技术对知识作业过程进行仿真，仿真结果验证了通过心智操作链可以有效描述知识作业过程。第三，只有采用客观、统一、准确和有效知识作业评价标准，才能实现高效、自主的知识作业过程，因此，知识作业的客观评价方法及评价标准是知识作业科学管理的另一个核心问题。知识作业在过程上是心智操作，在结果上是知识，这些都与操作作业不同，因此，在科学管理中对操作性体力劳动进行计量、评测的经典方法，如“计时”、“计件”等，难以在知识作业的管理中发挥有效的作用。衡量知识作业的标准是知识作业的质量而不是数量，知识作业的难度是评价知识作业质量的重要指标之一，本文提出将知识作业难度作为知识作业评测的指标，并对影响知识作业难度的两个要素——操作对象和操作方式的测量进行了探索性研究。在本部分中，首先，讨论了操作对象知识量的计量方法；其次，通过电生理实验探讨了操作方式的测量以及难度的评价准则。知识作业中无论加工对象还是加工、处理规则都包含知识，或者说都由知识所建构，因此，知识测量是对知识作业度量的重心和评测知识作业的关键。通过认知仿真实验，提出了基于社会必要教学时间的知识量测量方法，采用必要教学时间衡量知识量的标准具有客观性，避免了因人而异的由知识依附主体所引起的知识测量的不确定性。知识的测量不仅在管理学，在信息科学、情报科学、认知科学等都有基础意义。探讨认知与脑功能无损伤实验是研究此类问题的前沿方法。本文分别采用脑电、电生理测量等方法，讨论了知识作业过程的认知特点及操作方式的计量问题，对属于心理变量的难度进行客观测量和表征，将主观符号转换成物理符号并进行标识，消除了个体主观差异。实验结果表明反应时、脑区激活程度等生理指标和难度存在映射关系，为管理学中心理变量的客观测度提供了实验研究范式。基于实验数据，知识作业难度来源于操作对象知识量和心智操作量，知识量、心智操作量和难度之间均存在幂指数关系。由于知识量是无单位的标量，本文提出了知识比的概念，对知识作业间的知识量进行标定。同时也指出作业的复杂性、模糊性、不确定性和不完备性等知识作业操作对象和操作方式特征对知识作业的难度进行权衡。最后，本文采用探索性与验证性方法讨论了知识作业难度要素与要素的结构问题，根据结构模型探讨了操作对象和操作方式影响难度的权重系数，并在此基础上构建了知识作业难度描述模型，旨在建立知识作业难度的一般评价模型，这将为知识作业的管理、岗位价值、任务价值评价和绩效考核提供了标准，具有管理学的基础意义，在管理实践中也具有实际意义。更多还原

【Abstract】 The human-oriented view has been accepted by most people.Further,it iscognition-oriented in the knowledge-based economy society,which is not only the goalbut also the means to achieve human-oriented world.Therefore,cognition and brainfunction has become the forefront of contemporary research issues.Against thisbackground such issues about the definition,representation and evaluation ofknowledge task was discussed.Firstly,along with the industrial technology development,the proportion that thekownledge economy takes in national economy is larger and larger.It is not the manuallabor production,knowledge task to become the main method of production of work.How to enhance the production efficiency of intelligent work and knowledge task hasalready become the focal point of modern management.What did not match with this isthe researching on knowledge worker productivity.So according cognitive science andmanagement science theory,the definition of knowledge task was discussed in the firstplace,which clarified the nature difference of intellectual work and manual work.It isthe foundation of further researching too.Secondly,the process management is the center of modern scientific management,which is built on the repesentation of process.Only when the process of knowledge taskis represented,the management of knowledge task can carry on the control from process.Also only knowledge task uses objective,unified,accurate and the effective knowledgetask evaluation criteria,which can realize highly effective,the independent workprocess.Therefore,the representation and evaluation are the foundation and core issueof knowledge task.For these reasons,the representation of process and difficulity ofknowledge task were mainly discussed.It is obvious,that knowledge task is to transform subjective symbols(object) fromone condition to another through certain operating mode.From cognition informationtheory viewpoint,the process of knowledge task can be divided into three periodsconsisting of decoding,transforming and encoding.The work process is therepresentation of operating method.Based on psychology,mathematics and the simulation the process of knowledge task was discussed further.The psychologicalmodel,the mathematical model and the simulation model were established separately,and the model method was used to confirm the transformation relations between thepsychology model and mathematical model.First,according to psychology science process of knowledge task is the process ofmental operation.Mental operation is just as therblig(motion operation) of manualwork.So the process of knowledge task is to structure the chain of mental operation.Sothe process of knowledge task can be further decomposed.This paper proposed ninefactor mental operations in the knowledge task.It has been confirmed that mentaloperation existed in the knowledge task process,which is similar to“therbligs”in theoperational work.It confirmed that the knowledge task process can be describedeffectively through the mental operation chain.Second,the process of knowledge task is the process of problem solving which ispath-finding around problem space too.According cognitive engineering and HMMknowledge task is a chain of work state which transforms by probability.Theobservation can represent the state inside.The mathematic model is the base ofsimulation model.Third,AI is a simulation of thinking,similarly in this way researching on thinkingcan be carried.Simulation model is based on ACT-R theory,which is applies thecognitive science theory and the researching method to the researching of knowledgetask.The psychology model,the mathematical model as well as the simulation model,for the process management and optimization of knowledge task have provided with aneffective method.Thirdly,the process of knowledge is mental operation and the result of knowledgetask is knowledge.Both process and result is different to manual work.The traditionalevaluation method of manual work is inefficient to knowledge management.So a keypoint of knowledge management is objective evaluation of knowledge task.The qualityof knowledge task is more important than the quantity.The difficulty is one of importantindicator of knowledge task quality.Both operation object and operation mode areessential elements of knowledge task.The way to measure they and how they affect thedifficulity of knoledege work were discussed.As is known to all,knowledge is main factor in the knowledge task.Either the processing object of knowledge task or the processing rule contains knowledge.In otherwords,both of them constitute by knowledge.Therefore,the key to evaluate knowledgetask is how to meausr the quantity of knowledge that contains in the knowledge task.This research has discussed the knowledge measure emphatically.Knowledge may notspan and grow continuously,so the paper proposed a new method which based on thesocial essential teaching time to measure the quantity of knowledge.The essentialteaching time is similar to the socially necessary labor time which was used to measurethe value of productions.As using the essential teaching time to measur knowledge hasthe objectivity,the uncertainty which was caused by different worker can be avoided.In fact,the intelligence and the brain function are hot spot of the contemporaryresearch,and non-damage experiment is an advanced method in this research area.Themethod of EEG(electroencephalogram),ERP(Event-Related Potential) and RT(Reaction Time) were used separately to measure the operating mode and evaluate thedifficulity of knowledge task.So a subjective variable can be measured by an objectivescale.The method to measure the psychological variable has provided an experimentalstudy model for scientific management.As a result,the major effect variable of knowledge task difficulty is knowledgequantity and operation mode.The experimental results demonstrated the exponentrelations between the knowledge quantity,the mental level of operation and thedifficulty.As knowledge is no dimension,knowledge ratio was used as unit tomeasure knowledge quantity too.Simultaneously the characteristics of knowledge task,such as the fuzziness,the uncertainty and the incompleteness,weight the difficulty ofknowledge task.Finally,the exploratory and the confirmation method were used to study essentialfactor of difficulty and the essential factor structure.On the questionnaire surveyfoundation SEM method was used to determine the structure weighting coefficients ofeach factor.Based on this and description model of the knowledge task difficulty,ageneral evaluation model of knowledge task difficulty can be structured.It will providea standard for the knowledge task management,the position evaluation,the task value,the performance assessment and so on.It has foundation significance for managementscience,also has the practical significance in the management practice.更多还原